Job description

Job Title – Sr. Customer Care Agent

Location – Indianapolis IN 46256

Duration- 12 Months

Job Description

Ensures on-time and in-full supply of products from the handover of the supply plan until the delivery to the next supply chain mode/customer. Ensures quality supply of products to customers/patients from assigned internal and external sites through management from planning to execution.

Full Job Description:
Plans and directs the analysis of complex business problems to be solved with automated systems. Provides technical assistance in identifying, evaluating and developing systems and procedures that are cost-effective and meet user requirements. Configures system settings and options; and creates specifications for systems to meet business requirements. Designs details of automated systems. May provide consultation to users in the area of automated systems. May lead cross-functional linked teams to address business or systems issues.
Responsibilities:

Manage domestic and international orders for the diagnostics operations division. Managing orders includes the execution of system functions in SAP for the monitoring and resolution of open orders, verification of availability of goods, and taking the appropriate actions when manual intervention and/or escalation for correctly processing orders or resolving issues is required.
Ensures on-time and in-full supply of products from the handover of the supply plan until the delivery to the next supply chain mode/customer. Ensures quality supply of products to customers/patients from assigned internal and external sites through management from planning to execution.
Coordinate and communicate with multiple business functions and site representatives including commercial operations, inventory control, planning, and material handling/ shipping operations.
Collaborate with Sr. Customer Care Agents for investigating, escalating, and resolving complex order related issues and for new or changed processes to achieve business goals.
Assist with identifying, investigating, and developing continuous operational improvement opportunities.
Ensure the execution of activities complies with all applicable federal and international regulations and the Roche Global Supply Chain Standards. Communicate to the responsible logistics contacts in case of non-compliance.
Process incoming complaints in a timely and accurate manner.
Skills

Technically proficient with SAP SD and software applications (Google, Excel, PowerPoint, Word, etc.).
Ability to quickly learn complex software application functions and perform necessary daily tasks with minimal direction.
Excellent professional and interpersonal communication skills (written and verbal) and a high degree of cultural awareness and sensitivity.
Capacity to manage change and maintain a high degree of technical accuracy when prioritizing daily tasks along with project team responsibilities in a fast paced environment.

Job Type: Contract

Pay: $50.00 per hour

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Education:

• Bachelor's (Required)

Experience:

• Customer service: 5 years (Required)

Work Location: In person

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